Much has been said about how experiences have the power to move relationships between people and brands. The report “Customers 2020”, indicates that customer experience will overcome price and product as the main differentiation between brands. Along with the brand that is a leader in the fashion industry throughout Brazil, we are carrying out different actions that aim to deliver even more amazing experiences to users.
Project developed
Thinking of building an incredible experience in the delivery and withdrawal of their products, the largest fashion retailer in Brazil relied on Datum to provide magical experiences for their consumers.
In November 2021, we started mapping the customer, employee and product journey, where the team involved was able to understand the main pains of the delivery and withdrawal process and, with that, propose some improvements for the business.
Challenges
During the discovery, different challenges were found regarding the delivery and withdrawal of products in physical stores. Here’s how it works:
- Customers who bought online had difficulty knowing where to pick up products in physical store;
- Some stores had difficulty stocking products;
- Employee engagement – there were development issues regarding customer service;
- In-store communication – lack of signs to guide customers about the place to pick up the product;
After this, the company reviewed its internal processes and decided to invest in some improvements. Check them below:
- Training different teams with a focus on service excellence;
- Physical store with more efficient communications, aiming to guide the customer;
- Bonus to customers who make virtual purchases and pick up the product in the physical store;
- Improvement in the e-commerce platform (delivery method) – customers had difficulty filling in their data when selecting this option.
Technologies used
Some tools and methodologies were used for this discovery:
- Miro;
- Figma;
- In-person research to accompany the withdrawal process;
- Benchmarking;
- Solid State Drive (SSD)
- Qualitative and quantitative interviews.
Discovery is still going on and providing improvements for different brand stores. The giant retailer will continue to count on Datum’s support for the development of this and many other initiatives that aim to offer even more delightful experiences to their customers.
